Senior Technical Support Specialist

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Department Description
Motorola Solutions is dedicated to advancing mission-critical communications, software, and video security ecosystems that keep communities safe and enterprises running smoothly. Operating at the intersection of public safety and commercial security, our team translates complex operational challenges into reliable, resilient, and intuitive solutions for first responders, government agencies, and global businesses.

Job Description

The Senior Technical Support Specialist role is embedded directly within the Customer’s Body-Worn Camera (BWC) team serving as the core technical authority and Tier-3 escalation. A highly technical role, working as part of the Customer Support team responsible for daily management of the DEMS, Cloud Infrastructure including User Administration and Integration to the complex Customer systems.

The Technical Support Specialist provides essential technical leadership, strategy implementation, and centralised management to ensure full operational alignment across all regions. As part of Motorola Solutions’ committed Managed Service delivery, specialists based at the Customer Office act as the primary technical anchors and escalation leads for the regionally based Customer Technical Support Engineers stationed across Customer sites nationwide. While engineers handle local break/fix, on-site hardware maintenance, and local user support, the Technical Support Specialist govern centralised system health, cloud operations, system-wide integrations, high-level incident resolution, and core Customer stakeholder management.

Responsibilities include:

• DEMS & Cloud Infrastructure Management: Oversee day-to-day administration, architecture, availability, and performance of the Digital Evidence Management System (DEMS) and underlying Cloud Infrastructure (AWS).
• System Integration & Data Exchange: Lead and maintain integrations between DEMS, Body-Worn Camera systems, and core Customer applications
• Centralised User Administration & Access Control: Manage enterprise-level user administration, role-based access control (RBAC), security groups, user provisioning, and audit policy enforcement across the entire Customer ecosystem.
• Matrixed Technical Leadership & Regional Support Oversight: Provide technical direction, escalation support, and guidance to the regional support staff deployed across regional offices.
• Escalation & Tier-3 Incident Management: Serve as the primary escalation point for complex technical issues, interfacing directly with Motorola Product Engineering and global Support Desks to maintain system availability within strict SLAs. The candidate will be part of a 24x7 on-call Rota for incident management
• Advanced Analytics & Reporting: Design, generate, and maintain enterprise-level operational reports, evidentiary audit logs, system performance metrics, and dashboard analytics.
• Best Practices, Governance & Technical Documentation: Establish standardised operating procedures, update technical architecture reference guides, and ensure strict compliance with evidentiary standards and security governance.
• Change Control, Release & Configuration Management: Execute and adhere to structured ITIL change control and release management processes across DEMS and cloud infrastructure, preparing technical change requests (RFCs), conducting pre-deployment testing and risk assessments, implementing approved updates during maintenance windows, and maintaining accurate configuration management records (CMDB).
• Problem Management & Root-Cause Analysis (RCA): Collaborate on post-incident reviews and structured problem management investigations, documenting root causes, implementing preventative fixes, and maintaining the known-error knowledge base.

Basic Requirements

• Education: Bachelor’s degree or Higher Diploma (NFQ Level 7/8 or equivalent) in Information Technology, Computing, Systems Administration, or equivalent hands-on enterprise support experience.
• Experience: Tier-2/Tier-3 enterprise technical support, cloud operations, or systems/network administration, with practical experience in 24x7 on-call rotations and formal change execution.
• Certifications: ITIL v4 Foundation (or equivalent qualification), AWS Certified Cloud Practitioner (or AWS Associate-level certification preferred), and relevant networking or OS credentials (e.g., CompTIA Network+, Cisco CCNA, or Microsoft Windows Server).

Basic & Mandatory Requirements

• Technical Expertise: Advanced knowledge of Cloud Architecture (AWS), Microsoft Windows Server administration, Storage fundamentals, enterprise database management, and cloud security frameworks.
• System Integration Skills: Proven experience designing, implementing, and troubleshooting API integrations, middleware, and database synchronisations with core enterprise systems.
• Networking & Infrastructure: Deep expertise in networking architecture across LAN/WAN environments, switches, routers, firewalls, VPNs, subnets, and advanced end-to-end network troubleshooting.
• Change Control & ITSM Practices: Solid working knowledge and practical experience following formal ITIL-aligned Change Control, Release Management, Incident Management, and Problem Management procedures within regulated production environments.
• Driving License & Mobility: Must possess a full, clean driving license to facilitate occasional travel between regional sites as required.
• Security Clearance:  Garda Vetting will be required & Right to work in location required.

Ideal Competencies & Leadership Attributes

• Proven track record of managing enterprise DEMS or large-scale digital video platforms.
• Strong technical leadership skills with experience guiding and mentoring distributed regional technical teams.
• ITIL Foundation certification (or equivalent ITSM experience) with strong discipline around change documentation, peer review, and controlled production deployments.
• Exceptional stakeholder management and client-facing communication skills, capable of briefing senior Customer leadership.
• Ability to manage complex workloads, prioritise high-impact critical incidents, and thrive under pressure in mission-critical environments.
• Rigorous analytical problem-solving skills for complex system integrations, cloud performance tuning, and evidentiary data flow auditing.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Company

Motorola Solutions UK Limited, Ireland Branch

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.